The IT Support Analyst 2 is responsible for all first level IT support to internal stakeholders (e.g., troubleshooting of incidents, escalation based on incident management procedures, handling of IT requests and user administration). This role helps to establish the IT Service Desk and participates in projects within IT. The IT Support Analyst 2 drives excellent service delivery and processes within IT, while collaborating with other FDB sites domestically and globally to ensure alignment across key areas
Company OverviewFollow Your Genki to North America's largest, state-of-the-art Life Science Manufacturing Facility & CDMO
The work we do at FUJIFILM Diosynth Biotechnologies has never been more important—and we are looking for talented candidates to join us. We are growing our locations, our capabilities, and our teams, and looking for passionate, mission-driven people like you who want to make a real difference in people’s lives. Join FUJIFILM Diosynth Biotechnologies and help manufacture the next vaccine, cure, or gene therapy in partnership with some of the most innovative biopharma companies across the globe. We are proud to cultivate a culture that will fuel your passion, energy and drive - what we call Genki.
Join us
We are growing our locations and are investing more than $2 billion into establishing a new large-scale manufacturing site for biopharmaceuticals in the United States to accelerate the growth of our Bio CDMO (Contract and Development Manufacturing Organization) business. This will be the largest end-to-end cell culture CDMO provider in North America.
The new site will offer end-to-end solutions to our customers looking to manufacture biopharmaceuticals in the US. In addition to drug substance manufacture, it will also provide automated fill-finish and assembly, packaging, and labeling services. The new state-of-the-art facility is located in Holly Springs, North Carolina, United States.
Job Description
What You’ll Do
Provides technical support to customers on standard operation of core systems.Analyzes inquiries and participates in on-call rotation for critical incident management.
Determines the appropriate technical area or vendor to resolve problems.
Follows up on specific inquiries or requests to ensure user/customer satisfaction.
Participates in project execution and quality assurance as needed.
Prepares or participates in the creation and maintenance of knowledge base and end user support and training documentation.
Functions as the source of escalation from all areas of the business
Trains end users and new hires
Ensures and drives service delivery of the IT ServiceDesk
Develops and optimizes IT ServiceDesk work/support processes and procedures.
Tracks incident trends and potential underlying issues
Identifies inefficiencies and presents proposal for optimizations and execute implementation.
Performs other duties, as assigned
Knowledge and Skills
Excellent oral and written communications skills and fluency in EnglishProficient knowledge of IT Service Desk functions and related support documentation
High sense of responsibility
Collaborative attitude with the willingness to work with global peers and cross-functional teams toward company and department goals
Ability to prioritize and work autonomously based on common goals and objectives
Strong analytical and problem-solving skills to handle technical inquiries efficiently.
Basic Requirements
High School Diploma /GED with 6 years of experience in computer information systems (CIS), Applied Science, or related field ORBachelor’s degree in computer information systems (CIS), Applied Science, or related field with 2 years’ experience in IT ServiceDeskoperations.Experience with IT service management.
Preferred Requirements / Certifications
Experience in a GMP manufacturing environment CompTIA A+ certificationMicrosoft certification(s)
Google IT Support Professional Certificate
WORKING CONDITIONS & PHYSICAL REQUIREMENTS
Ability to discern audible cues. No X YesAbility to inspect or perform a task with 20/20 corrected vision, visual acuity, including distinguishing color. No X YesAbility to stand for prolonged periods of time. 120 minutes
Ability to sit for prolonged periods of time 240 minutes
Ability to conduct activities using repetitive motions that include writs, hands and/or fingers. No X Yes
Ability to operate machinery and/or power tools. X No Yes
Ability to conduct work that includes moving objects up to 33 lbs.
Ability to bend, push or pull, reach to retrieve materials from 18” to 60” in height, and use twisting motions. No X Yes EEO Information
Fujifilm is committed to providing equal opportunities in hiring, promotion and advancement, compensation, benefits, and training regardless of nationality, age, gender, sexual orientation or gender identity, race, ethnicity, religion, political creed, ideology, national, or social origin, disability, veteran status, etc.
ADA InformationIf you require reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to our HR Department (FDBN_PNC@fujifilm.com).
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